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Thе Sеrviсе of Quаlity in Jоrdаniаn Islаmiс and Соnvеntiоnаl Bаnking

Erol et al. (2007) study attempts to provide an insight on the customers’ beliefs, attitudes, and acuities regarding the services provided by traditional and Islamic banks. In essence, Erol et al. (2007) study aimed at determining the significance of chosen benefaction aspects of bank clients in selecting Jordan traditional and Islamic banks. What’s more, seeks to determine the apparent value of numerous services provided by Jordan traditional and Islamic banks and the bank assortment principle employed by clients. Erol et al. (2007) data for the Jordan study were gathered through self-administered questionnaires, which searched for responses from 434 people of middle-income families who were mainly merchants, professionals, and businessmen in three cities such as Zarka, Irbid, and Amman. Erol et al. (2007) in their findings noted that bank clients failed to differentiate between the services provided by traditional and Islamic banks as well more concerted efforts should be intended towards completely exploiting on development of these services.

Naser et al. (1999) study attempts to review the extent of customer knowledge and contentment towards Jordan Islamic bank. Naser et al. (1999) note that the Islamic bank increased competitive advantage based on benefiting from customer collect needed data for the study, Naser et al. (1999) designed a questionnaire in English was designed with questions that were essentially extracted from the literature, which afterwards was translated into Arabic language. In this regard, 206 respondents participated and the examination of their reaction exposed a definite extent of contentment of various Jordan Islamic bank’s services and products. Besides that, some respondents articulated their discontent with numerous Islamic banks’ services. However, stumpy customer satisfaction in relation to the opening hours and inadequate number of bank branches signifies the fact that the Islamic bank must pay heed to advance these factors of its service aspects (Naser et al., 1999).

Akroush and Khatib (2009) study aims analyze the connection amid dimensions of service quality; serviceable and practical. In addition, Akroush and Khatib (2009) examined banks performance derived from customer indicators and financial functionality .to achieve this, Akroush and Khatib (2009) conducted a quantitative methodology to experiment a paradigm of service quality designed for their study. As a result, the research data were gathered from 390 managers working for banks functional in Jordan. Akroush and Khatib (2009) study offers a well-built substantiation to the present service quality studies that support the fact that service quality has an encouraging and noteworthy impact on business functionality. In addition, Akroush and Khatib (2009) study established that the functional quality dimension had a stronger result on all Jordan banks’ performance indicators in relation to technical quality. However, Akroush and Khatib (2009) did not manage to analyze the connection amid the customer satisfaction and service quality dimensions, commitment and retention from banks clients; thus, creating the need for future research.

Saleh and Zeitun (2006) study attempts to inspect and examine the familiarity of Jordan Islamic banking clients, especially the familiarity for the foremost and subsequent: Islamic International Arab Bank (IIAB) and Jordan Islamic Bank for Finance and Investment (JIBFI) with the intention of examining the Islamic banks’ functionality within the county. Furthermore, Saleh and Zeitun (2006) study provides insights on the local and international setbacks, endured in this sector. To achieve this, Saleh and Zeitun (2006) employed the performance evaluation method by performing the capital structure, profit maximization, and liquidity tests. As a result, Saleh and Zeitun (2006) note that the competence and capability ILAB and JIBFI heightened and both extended their operations and investment and have played a significant responsibility in sponsoring Jordan projects. Based on the review of setbacks facing Islamic banks in Jordan, Saleh and Zeitun (2006) noted that these banks endure severe challenges, among them the contradictory state in the county, the fiscal hold back which has overwhelmed the state in the past years.


Akroush, M.N. & Khatib, F.S., 2009. The Impact of Service Quality Dimensions on Performance: An Empirical Investigation of Jordan’s Commercial Banks. Journal of Accounting – Business & Management, 16(1), pp.22-44.

Erol, C., Kaynak, E. & Radi, E.-B., 2007. Conventional and Islamic Banks:Patronage Behaviour of Jordanian Customers. INTERNATIONAL JOURNAL OF BANK MARKETING, 26(8,4), pp.25-35.

Naser, K., Jamal, A. & Al-Khatib, K., 1999. Islamic banking: a study of customer satisfaction and preferences in Jordan. International Journal of Bank Marketing, 17(3), pp.135-50.

Saleh, A.S. & Zeitun, R., 2006. Islamic Banking Performance in the Middle East: A Case Study of Jordan. Faculty of Business — Economics Working Papers. Wollongong: Department of Economics University of Wollongong.